How one company boosted efficiency & created a better customer experience using a single solution
Berkshire Hathaway HomeServices Parks & Weisberg, Realtors
Established: 1952
Location: Kentucky & Indiana
Portfolio: Community Associations, Multifamily, Single-Family, Commercial
Previous Solution: PropertyBoss
Berkshire Hathaway HomeServices Parks & Weisberg, Realtors is a family-owned business that manages community associations, multifamily rentals, single-family homes, and commercial properties. Having expanded their portfolio over the years, their business’ needs evolved and they required a more robust, integrated system to run their operations. In conversation with Jessica Parks, Assistant Director of Property Management and Mika Heinze, Director of Property Management, we explored some of the reasons why AppFolio Property Manager was the best choice for their diverse real estate portfolio.
Increase in online payments
75%
Time saved on payments
3 hours per day
Time spent on inspections
50% less
“We've always been focused on having a diverse portfolio, and AppFolio has made it so much easier.”
Berkshire Hathaway HomeServices Parks & Weisberg, Realtors, 1,700+ Units
Embracing change out of necessity
“We've always been focused on having a diverse portfolio, and AppFolio has made it so much easier because before we were working with a bunch of different systems.”
Having worked on other software solutions prior to coming to Parks & Weisberg, Mika also experienced difficulties working on their previous system:
“I started working here when we were on PropertyBoss... it was hard for me to adapt to it and lacking in its capabilities. When we were evaluating other options on the market, I was so excited and impressed with AppFolio. I really liked what they had to offer. So, that's why we decided to go with AppFolio.”
One solution to effectively manage multiple property types
“The biggest benefit of running all of our property types in one system is the increased efficiency. We can see a clearer picture of what is going on because our records for HOA, rental properties, tenants, vendors, and investors are all in one spot. AppFolio maps everything together. We can go from owner pages to property pages without delay. It makes a world of difference in how much work we can accomplish.”
Customer service with a human touch
“With AppFolio, it's not about just getting someone to answer the phone, it’s about having the same person answer the phone every time, who knows what you've gone through before and who genuinely reaches out to you consistently to get feedback. They’re not just there when you have a problem, they're actively searching for problems. They're like, ‘tell me what's going on, let's check in — I want your feedback, I want to know what you want from us.’ It's something that really sets AppFolio apart because they genuinely want you to have the most productive, efficient, and all around great experience that you can.”
Seamlessly adapting and evolving alongside the industry
“The past 2 years have been crazy in the real estate industry. Not only have we had to deal with a market that is moving incredibly fast, we have been fighting against a global pandemic. Communication has never been more important. AppFolio has helped us deal with the pandemonium by creating a system rooted in efficient communication. You can text and email owners, residents, and vendors all in one spot. We are able to accept payments online, which is now more necessary than ever. We also are able to offer our residents many ways to pay, such as online cash payments. Having a system that you trust, that you know very well is a lifesaver. AppFolio has helped us roll with the punches. We have been able to conquer every situation no matter the circumstance.”
“One of the things I like about AppFolio is the additional help and training they provide, such as webinars and courses. That has been a great tool for taking on new employees. I also love that AppFolio gives me branded marketing materials and packets that we can share to our portal or print out to give to residents or owners. We have a sample balance sheet, a sample owner statement, a sample credit report... We have a sheet on how owners can access the portal. All of the additional help resources and marketing materials have been a game changer for us.”
Empowering residents to self-serve
“Homeowners in our community associations love their online portal and the Association Calendar. They like that they're able to see what events are happening in their community and that they can go in and submit their architectural request right from their phone. For board members, they like the approval process and that it’s easy to access all through AppFolio.”
Using tech to simplify business-critical processes
“Before AppFolio, we had tried other online systems, but none of them had the ability to perform inspections. We used to bring 15 sheets of paper with charts where tenants could mark issues. It was inefficient, wasteful, and half the time you didn’t mark or recognize all the issues and features you needed to. Now we can take pictures, flag issues, and take notes. It’s all in one place, it takes half the time, and it services our residents and owners better.”
Space for more efficiency & growth
Manually collecting and processing payments was always a pain point for Parks & Weisberg, but by moving to an integrated digital system they have been able to save time and create space for what matters — growing their business.
“At one point, our company received all of its payments by paper mail or people delivering their checks in-person. Because of AppFolio we are able to receive 75% of our payments online. It has a huge impact on our level of efficiency. We save at least 3 hours a day by not having to manually input payments from residents and owners. We also have taken on more properties because of AppFolio. We recently took on an owner with 50 rental properties in the Louisville market. If we hadn’t had such a comprehensive system to offer our clients, we may not have increased our portfolio by so much this year.”
Director of Property Management
Berkshire Hathaway HomeServices Parks & Weisberg, Realtors
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